deneive.luar@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 22m 21s; outlier: 1.9x weekly median handle time.
• WHW is one of the slowest families at 16m 2s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.26 vs. last week.
• Communication moved down 0.16 vs. last week.
• Average handle time moved up by 2m 26s.
• Family swing: OTHER handle time moved up by 4m 16s vs. last week.

What Went Well

1. Accurate Model Identification

> "Collected device model (WRT54G2) and serial number, confirmed device is end-of-life and out of warranty, diagnosed overheating as hardware fault, recommended MX2000 mesh system replacement."

#LTS00130717

1. Customer Empathy and Tone

> "I'm sorry to hear about the issues you're having right now... Let me check on that one and see what I can do to help you with this concern."

#LTS00131457

Growth Opportunities

1. Verify Product Details Before Troubleshooting

> "Incorrectly identified router model as '854000' at [02:00], which is not a valid Linksys model... Failed to provide any actual password reset steps or guide customer to admin interface."

#LTS00130717

Next Step: Always confirm model/serial before discussing warranty or troubleshooting. Use KB to validate models.

1. Apply Correct Reset Procedures

> "Provided incorrect factory reset duration (20 seconds) for MX6200; KB specifies 10 seconds... Failed to verify customer's access to the router admin interface or Linksys app before instructing configuration changes."

#LTS00062823

Next Step: Use 10-second reset for MX series, verify access before configuration, and confirm LED states.

Next Week's Focus

• Double-check model/serial before any troubleshooting or warranty discussion.
• Use KB-aligned reset times (e.g., 10s for MX, 20s for EA) and confirm LED behavior.
• Avoid premature closure — ensure next steps are clear and actionable.
• Practice empathy scripts for legacy device conversations to maintain positive tone.

Technical Accuracy

Improvement

"Incorrectly identified the router model as '854000' instead of WRT54G2, leading to incorrect troubleshooting."

#LTS00130717

Note: Always verify model against KB before proceeding. Misidentification undermines accuracy and trust.

Improvement

"Provided incorrect factory reset duration, contradicting KB guidance."

#LTS00062823

Note: MX series requires 10-second reset; SPNM requires 10 seconds. Confirm model before instructing resets.

Improvement

"Incorrectly applied 5-press pairing method to SPNM node, which is not supported."

#LTS00085692

Note: SPNM nodes use Pair button, not 5-press. Verify mesh generation before pairing instructions.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Internal trends:

• Accuracy dip linked to model misidentification and reset procedure errors.
• MX product cluster shows longest handle times and lowest accuracy — prioritize KB review for mesh troubleshooting.
• Closure hygiene needs improvement: 36/54 calls unresolved, often due to vague next steps.

This Week's Calls